Invoices Troubleshooting

This page focuses on solving issues related to creating invoices and accepting invoice payments.

Table of Contents

Invoice Creation Issues

This section covers problems associated with creating invoices in BackOffice.

A customer is missing from the ‘Bill To’ drop-down.

Customers only appear in the ‘Bill To’ drop-down if they are on the Customer List and have an email address assigned to them.

  1. Click ‘Customers’ and select ‘Customer List’.
  2. Search for the customer.
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  3. Follow the specific steps below that reflect if the customer is on the list.
  • If the customer does appear on the Customer List:
    1. Click the customer.

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    2. Enter their email address.

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    3. Click ‘OK’ to save.

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    4. Assign the customer to an invoice.
  • If the customer does not appear on the Customer List:
    1. Add a new customer with an email address.
    2. New customers can also be added from the Invoices screen while creating a new invoice. To learn how, visit our Invoices article.
    3. Assign the customer to an invoice.

    My invoice logo is incorrect.

    Invoices display your email receipt logo. Upload a new image file to update the logo on invoices, email receipts, and, if enabled, paper receipts.

    This updates new invoices and existing drafts. ‘Open’, ‘Paid’, ‘Past Due’, and ‘Canceled’ invoices are unaffected.

    1. Follow the steps here to upload a new store logo.

      For best results, place the logo in the center of the image file as the image will be cropped to fit invoices.

    The business name or address on my invoices is incorrect.

    Invoices display the store name and business information from receipts. Edit these details to update both invoices and receipts.

    This updates new invoices and existing drafts. ‘Open’, ‘Paid’, ‘Past Due’, and ‘Canceled’ invoices are unaffected.

    1. Follow the steps here to update the business information shown on invoices and receipts.

    “An error has occurred. Please contact us if the problem persists.”

    This error appears when saving or finishing a new invoice if there is an internet connection problem. Resolve the connectivity issue, then save or finish the invoice again.

    1. Follow the steps here to troubleshoot your internet connection.
    2. Save or finish the invoice again.

    Invoice Management Issues

    Look no further for help with issues related to editing, deleting, changing the status of, and cancelling invoices.

    I cannot edit, delete, or cancel an invoice.

    Invoices can only be edited if in ‘Draft’, ‘Open’, or ‘Past Due’ status. Invoices can be deleted if in ‘Draft’ status or canceled if ‘Open’ or ‘Past Due’. Invoices marked as paid cannot be modified, deleted, or canceled.

    For help managing invoices, visit our Invoices article.

    “There was a problem. Please try again”.

    This error appears when editing, deleting, resending, reprinting, or canceling an existing invoice if there is an internet connection problem. Resolve the connectivity issue, then try again.

    1. Follow the steps here to troubleshoot your internet connection.
    2. Perform the action attempted before the error appeared.

    A customer did not receive an email for their invoice or invoice cancellation.

    Invoice emails may appear to go missing if the spam filter in a customer’s email account blocks the email or the invoice was never finished in BackOffice. After checking these scenarios, resend the email if it is not found.

    1. Have the customer check the spam folder in their email account as the email may have been incorrectly filed there.
    2. Make sure the invoice status is not ‘Draft’.

      Invoices must be finished and sent via email for customers to receive an invoice or invoice cancellation in their email.

    3. Follow the steps here to resend the invoice or invoice cancellation email.

    “Ensure that quantity and price are above zero”

    This error occurs when saving an invoice with an item whose invoice quantity or price is not above 0.

    1. Fix items with quantities less than or equal to 0.

      Either remove these from the invoice or enter a new quantity greater than 0.

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    2. Fix items with prices less than or equal to 0.

      Either remove these from the invoice or enter a new price greater than 0 (open priced items only).

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    "Items priced at the time of sale cannot have decimals"

    This error occurs when saving an invoice with an item whose invoice quantity contains a decimal. Decimal quantities are only supported for unit priced items.

    1. Fix items with a decimal in their quantity.

      Either remove these items and replace them with unit priced items or enter a whole number quantity.

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    “Ensure that discount amounts are above zero”

    This error occurs when saving an invoice containing items with discounts below 0.

    1. Fix items with discount amounts less than 0.

      Either set the discount to 0 to remove it or enter a discount amount greater than 0.

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    “Ensure that discount amounts are less than the item subtotal”

    This error occurs when saving an invoice containing items with discounts which exceed those items’ subtotals.

    1. Fix items with discount amounts exceeding those items’ subtotals.

      Either set the discount to 0 to remove it or enter a discount amount less than the item subtotal.

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    “Choose a customer to bill the invoice to”

    This error appears when saving an invoice without a customer assigned to it.

    1. From the 'Bill To' drop-down, select a customer to assign to the invoice.
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    “Date must be in the future”

    This error occurs when saving an invoice with a due date before the current date.

    1. Click the date icon and select a future due date.
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    Invoice Payment Issues

    If you have trouble accepting invoice payments online or at the register, we can help.

    I accidentally marked an invoice as paid.

    At this time, there is no way to remove the ‘Paid’ status from an invoice. The invoice will remain on the Invoices screen and in BackOffice reporting (if paid invoice reporting is enabled), but you can balance out the day’s net sales and inventory quantities by processing a return in the ShopKeep Register app.

    My business name is incorrect on customer credit card statements.

    Update the DBA for your business in BackOffice to ensure the business name is displayed correctly on customer credit card statements for all types of online and mobile payments.

    1. Follow the steps here to update your business DBA used for online and mobile payments.

    I need to return a paid invoice.

    Return a paid invoice by performing a manual return in the ShopKeep Register app to balance out net sales and inventory quantities in reporting.

    1. Open the ShopKeep Register app, then follow the steps here to process a manual return for the items on the invoice.
    2. Complete the return to the ‘Other’ tender.

      ‘Other’ is the tender used in sales reporting for paid invoices when invoice reporting is enabled.

    3. Refund payment to the customer.

      If the invoice was paid online, contact paymentssupport@shopkeep.com to request a refund for the customer’s online payment.

    Invoice Reporting Issues

    This section covers issues related to how invoices appear in BackOffice sales reporting.

    Before you can view paid invoices in BackOffice reporting, you must enable sales reporting for invoices from the Invoices screen.

  • After enabling invoice reporting, future invoices that are marked paid will automatically appear in BackOffice reporting. Do not ring up these invoices at the register as this will duplicate these transactions in reporting. Once enabled, invoice reporting cannot be disabled.
  • Invoices marked paid before enabling this feature will not appear in reporting.
    1. From the Invoices screen, click the link to enable sales reporting for invoices.

      Don’t see this link? Invoice reporting is already enabled for your account.

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    Ringing up a paid invoice at the register after enabling invoice reporting causes the transaction to appear twice in BackOffice sales reporting: (1) the invoice is added to reporting after being marked paid and (2) the register sale is added to reporting after being completed.

    To prevent this from happening in the future, do not ring up invoices at the register.